Customer Service Representative
New
T
Team Focus Insurance GroupInsurtech
United StatesFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience.
- Required Skills
- Customer service
Requirements
- Two years of agency experience in Personal Lines insurance (homeowners and other lines).
- Equivalent combination of education and experience accepted.
- Knowledge of Property/Casualty insurance operations and policy elements preferred.
- Ability to balance customer needs with company and carrier guidelines.
- Proficiency in managing call metrics including handle time, availability, and hold times.
- Ability to use automated systems to document conversations and files.
- Effective communication skills for phone and chat-based customer service.
- Ability to prioritize and manage workflow for timely processing of transactions.
- Ownership mindset to resolve customer inquiries independently.
- Ability to lift and/or move up to 15 pounds occasionally.
- Specific vision abilities including close, distance, color, peripheral, and depth perception.
Responsibilities
- Diagnose customer requests at a foundational level and provide solutions using a structured thought process.
- Manage call metrics including call quality, average handle time, availability, and hold times.
- Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions.
- Develop successful customer relationships via telephone and/or chat.
- Take ownership of each call until resolution is reached, including follow-up as necessary.
- Utilize automated systems to review and issue non-premium bearing endorsements.
- Request additional documentation necessary for processing endorsements and cancellations.
- Communicate effectively with internal teams to ensure high-quality service delivery.
- Review, organize, and forward information to other areas as needed.
- Assist agents with policy-related and system-related questions.
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